Cisco Support Assistant Extension in Cisco XDR and Secure Endpoint
Overview
The Cisco Support Assistant Extension is designed to streamline and enhance the support experience for Cisco Secure Endpoint (CSE, formerly known as AMP) and XDR (Extended Detection and Response) users. This guide provides a detailed, step-by-step walkthrough for installing the extension, authenticating it, and utilizing its features such as opening support cases, recording screens, and collecting browser HAR logs. By following these instructions, users can quickly and efficiently capture and share necessary information with Cisco's Technical Assistance Center (TAC) to expedite issue resolution.
Key Features
- Case Management: Open, view, and manage Cisco support cases directly from the Chrome extension interface.
- Screen Recording: Record your screen, including audio and screenshots, to visually communicate issues to TAC.
- HAR Log Collection: Collect browser HAR logs to capture detailed information that helps in diagnosing problems.
- Seamless Integration: Integrate with Cisco XDR for a cohesive support experience.
Installation Steps
- Download and Install: Visit the Chrome Web Store, search for "Cisco Support Assistant," and click "Add to Chrome."
- Enable the Extension: Ensure the extension is active by checking the Chrome extensions menu.
- Activate the Extension: Navigate to a supported Cisco product like Cisco XDR and authenticate via Cisco.com to activate the extension.
Using the Extension
- Open Support Cases: Easily open a new support case and submit details directly from the extension interface.
- Record Screen Sessions: Capture your screen activities with optional audio explanations to provide detailed insights for TAC.
- Collect HAR Logs: Generate and upload HAR logs to assist in troubleshooting issues with detailed browser information.
Explore detailed explanations of these use cases and steps in the next section of this documentation.